Guest Relations Executive (225-1010)

The Guest Relations Executive serves as the face of our organization, playing a crucial role in establishing and maintaining the connection between the establishment and our valued guests. Responsible for ensuring a memorable and satisfactory guest experience, the Guest Relations Executive addresses guest inquiries, concerns, and feedback. With polished communication skills and a proactive approach, this role involves the execution of guest-oriented programs and initiatives that enhance loyalty and satisfaction. Working across departments, you will resolve issues promptly while maintaining the highest standards of professional service. This position requires an individual with a warm, engaging personality, and a keen sense of hospitality, ensuring guests’ experiences are both productive and pleasurable.

Responsibilities

• Engage actively with guests to ensure their satisfaction and comfort throughout their stay.
• Respond promptly to guest inquiries via phone, email, and face-to-face interactions.
• Address and resolve guest complaints in a friendly and professional manner.
• Collaborate with other departments to provide seamless service and enhance guest experiences.
• Maintain accurate and up-to-date records of guest interactions and transactions.
• Coordinate guest services and special requests to ensure personalized attention.
• Anticipate guest needs and identify opportunities to enhance their experience.
• Organize and promote guest-centric programs and events to foster loyalty and engagement.
• Assist with check-ins, check-outs, and reservation inquiries as necessary.
• Gather and analyze guest feedback to make informed improvements to guest services.
• Ensure all guest contact points adhere to the company’s quality standards and policies.
• Develop and maintain strong relationships with regular guests to promote repeat business.

Requirements

• Bachelor’s degree in Hospitality, Business Administration, or a related field preferred.
• Proven experience in guest relations or a customer service role in hospitality.
• Exceptional communication and interpersonal skills to interact positively with guests.
• Strong problem-solving abilities with a focus on providing solutions and satisfaction.
• Ability to work flexible hours, including weekends and holidays, as needed.
• Proficiency in using hospitality management systems and basic computing software.
• Excellent organizational skills with an attention to detail and multitasking ability.
• Fluent in English; additional languages are an asset for guest interactions.